Quality & Performance Management Lead (Customer Service) - SPX Express

SPX Express


Tanggal: 3 minggu yang lalu
Kota: Yogyakarta, Yogyakarta
Jenis kontrak: Penuh waktu
Job Description

  • Managing and leading Quality Assurance and RTFM/WFM team in SPX Customer Service
  • Determining, negotiating, and agreeing on in-house quality procedures, standards, and specifications
  • Develop and improve the QA scorecard for QA monitoring
  • Investigating and setting standards for quality and data analytics improvements
  • Develop and improve workflow for RTFM/WFM to be able to provide the best data analytics and insights regarding SPX Customer Service
  • Working with operations staff and other business support staff to establish procedures, standards, systems, and procedures
  • Determining training needs for the improvement of the team
  • Monitoring daily, weekly, and monthly performance of the team
  • Work with the Project Management Team and other related departments to find issues and areas for improvement

Requirements

  • Bachelor’s degree from any major
  • Tenure/working experience: at least 5 years experience in Customer Service as a leader/SPV/manager
  • Preferably have experience in several well-known Customer Service
  • Creative problem solver with good interpersonal skills
  • Highly numerate with solid analytical skills
  • Self-starter that is highly capable of working independently with a tangible track record of results-based process improvement and project management
  • Fluency in English in addition to native fluency in Bahasa
  • Willing to do frequent business trips to Jogjakarta or other cities as needed
  • Having knowledge or experience in SQL is a plus
  • Willing to be placed in Yogyakarta

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